Voice/Email Team:
- Apologize – Capture the complete details (Amount Recharged/Date & Time)
- Transfer to Ola Money Team – Disposition: Other > Call Transfer > Ola Money (How to Dispose?)
Email Team:
- Follow the steps as mentioned above
- Submit the ticket as the“I need to Escalate this Ticket” and send an acknowledgement email to the customer. (How to Solve/Escalate the Ticket)
Ola Money Team (only when ticket is escalated):
- OLA MONEY team to investigate & provide resolution
- Submit the ticket using the macro I am solving this ticket communicating the action taken on the complaint. (How to Solve/Escalate the Ticket)
Disposition: Complaint > Ola Money Recharge Issue > Account Debited - OM Not Credited (How to Dispose?)
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